UseCases/Current/GenesysCloud/CE41 - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:27:52Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Shane.landy@genesys.com at 14:47, June 3, 2021

2021-06-03T14:47:10Z

Shane.landy@genesys.com: UCC: Maintenance Work

2021-05-27T15:48:43Z

UCC: Maintenance Work

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-23T13:50:34Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T14:17:36Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 11:34, November 10, 2020

2020-11-10T11:34:35Z

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-10-21T18:27:30Z

UCC: Acrolinx Updates

Shlandy93: UCC: Updated interdependencies

2020-10-15T10:09:04Z

UCC: Updated interdependencies

Shlandy93 at 09:05, September 23, 2020

2020-09-23T09:05:44Z

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:10Z

Text replacement - "PureCloud" to "Genesys Cloud"

@@ Line 5: / Line 5: @@
 |UCOverview='''Natural Language Understanding (NLU)''' allows customers to speak in their natural language without having to repeat specific keywords that may or may not align with the customer's intent. With the evolving functionality of artificial intelligence tools such as Alexa, Siri, and the like, customer begin to see these types of interactions as the norm. Contact centers are a natural progression into this world of virtual assistants.
-When a customer can speak naturally, the company can better understand the intent of a customer and then more quickly route the call to a highly skilled agent. Voicebot integration within Genesys Cloud enables customers to utilize NLU within inbound synchronous customer interaction flows.
+When a customer can speak naturally, the company can better understand the intent of a customer and then more quickly route the call to a highly skilled agent. Voicebot integration within Genesys Cloud CX enables customers to utilize NLU within inbound synchronous customer interaction flows.
 Voicebots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Voicebots are always on and available, and can be handed over to an agent at any time needed. While Voicebots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of bots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Benefits typically include:
@@ Line 33: / Line 33: @@
 Genesys bot orchestration enables customers to use a bot of their choice for the job. For example, Google Dialogflow has the highest alphanumeric recognition rates. Also:
-*Genesys Cloud Architect makes it easy to integrate to Third party bot providers, switching between bot providers or using multiple bot providers within a single interaction.
+*Genesys Cloud CX Architect makes it easy to integrate to Third party bot providers, switching between bot providers or using multiple bot providers within a single interaction.
-*A-B testing with Genesys Cloud Architect helps determine which bot is most effective for a particular business use case.
+*A-B testing with Genesys Cloud CX Architect helps determine which bot is most effective for a particular business use case.
 *Graceful escalation to a live agent at the right time.
 |PainPoints=*Agents wasting time, capturing routine information
@@ Line 52: / Line 52: @@
 |MaturityLevel=Differentiated
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=When a customer calls Genesys Cloud, a Voicebot can be initiated. The system asks the customer an open question, such as "How may I help?".
+|BusinessFlow=When a customer calls Genesys Cloud CX, a Voicebot can be initiated. The system asks the customer an open question, such as "How may I help?".
 After the customer responds, the Voicebot attempts to interpret the intent of the request and then decides the next step. For example, if the customer replies, "I want to check the status of my flight," then the Voicebot prompts the user for a flight number to fill the required slot for the intent. Once, the intent is detected and all the slots are filled the call returns to the Genesys IVR for fulfillment. For example, a back-end web-service call on the flight number can be used to return the flight status which is then played back to the caller.
@@ Line 105: / Line 105: @@
 *<span>The number and percentage of interactions that successfully complete the self-service operation.</span>
 *<span>The length of time successful interactions spend in the self-service operation.</span>
-|GeneralAssumptions=*The customer's response is streamed to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further use.
+|GeneralAssumptions=*The customer's response is streamed to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud CX Architect for further use.
 Dialog Engine Bot Flows

@@ Line 3: / Line 3: @@
 |Title=Genesys Voicebots
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Customer Experience
@@ Line 10: / Line 15: @@
 |UCBenefit=Use NLU to improve the identification of customer intent to serve the customer best. Tailor the customer experience to the individual based on who they are, why they could be interacting, and the status of the contact center.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved Containment Rate
 |UCBenefit=Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests.
 }}{{SMART Benefits
@@ Line 16: / Line 21: @@
 |UCBenefit=Reuse of existing assets and the option to use less expensive speech alternatives.
 }}
 |UCSummary=Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on voice.
@@ Line 105: / Line 105: @@
 *<span>The number and percentage of interactions that successfully complete the self-service operation.</span>
 *<span>The length of time successful interactions spend in the self-service operation.</span>
 |GeneralAssumptions=*The customer's response is streamed to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further use.
@@ Line 129: / Line 128: @@
 *Dialogflow integration is not HIPAA-compliant.
 |CustomerAssumptions=*Voicebot configuration and settings are quoted as part of a Professional Services engagement to capture requirements and business logic.
 |PremiseAssumptionsAdditional=N/A
 |DocVersion=1.1.1

@@ Line 3: / Line 3: @@
 |Title=Genesys Voicebots
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Customer Experience
@@ Line 21: / Line 16: @@
 |UCBenefit=Reuse of existing assets and the option to use less expensive speech alternatives.
 }}
 |UCSummary=Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on voice.
@@ Line 28: / Line 28: @@
 *Use NLU to derive intents and slots.
-*Stream the customer response to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further processing.
+*Stream the customer response to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Dialog Engine Bot Flows for further processing.
 *Delegate to an agent to connect the customer to a live person with the full context of the interaction.
-Simple bot orchestration enables customers to use the best bot for the job. For example, Google Dialogflow has the highest alphanumeric recognition rates. Also:
+Genesys bot orchestration enables customers to use a bot of their choice for the job. For example, Google Dialogflow has the highest alphanumeric recognition rates. Also:
-*Genesys Cloud Architect makes it easy to integrate to new bot providers, switching between bot providers or using multiple bot providers within a single interaction.
+*Genesys Cloud Architect makes it easy to integrate to Third party bot providers, switching between bot providers or using multiple bot providers within a single interaction.
 *A-B testing with Genesys Cloud Architect helps determine which bot is most effective for a particular business use case.
 *Graceful escalation to a live agent at the right time.
@@ Line 105: / Line 105: @@
 *<span>The number and percentage of interactions that successfully complete the self-service operation.</span>
 *<span>The length of time successful interactions spend in the self-service operation.</span>
 |GeneralAssumptions=*The customer's response is streamed to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further use.
 Third-Party Voice Bots
@@ Line 123: / Line 129: @@
 *Dialogflow integration is not HIPAA-compliant.
 |CustomerAssumptions=*Voicebot configuration and settings are quoted as part of a Professional Services engagement to capture requirements and business logic.
 |PremiseAssumptionsAdditional=N/A
-|DocVersion=V 1.0.1
+|DocVersion=1.1.1
 |Video=390961231
 |RelatedDocs={{TSSection}}
 }}

@@ Line 3: / Line 3: @@
 |Title=Genesys Voicebots
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Customer Experience
@@ Line 12: / Line 17: @@
 |UCBenefitID=Reduced Volume of Interactions
 |UCBenefit=Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests.
 }}
 |UCSummary=Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on voice.
@@ Line 102: / Line 105: @@
 *<span>The number and percentage of interactions that successfully complete the self-service operation.</span>
 *<span>The length of time successful interactions spend in the self-service operation.</span>
 |GeneralAssumptions=*The customer's response is streamed to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further use.
@@ Line 123: / Line 125: @@
 |Optional=CE43
 |PremiseAssumptionsAdditional=N/A
 |Video=390961231
 |RelatedDocs={{TSSection}}
 }}

@@ Line 4: / Line 4: @@
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Reduce the time required to address the customer request, handle off-hour contacts, offer immediate options, and improve outcomes.
 }}{{SMART Benefits

@@ Line 22: / Line 22: @@
 During a call, the customer uses NLU to either easily get to an appropriate agent or obtain the information and assistance they need without engaging an agent.
-The voice bot supports or orchestrates the following capabilities:
+The voicebot supports or orchestrates the following capabilities:
 *Use NLU to derive intents and slots.
-*Stream the customer response to the voice bot for processing. The voice bot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further processing.
+*Stream the customer response to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further processing.
-*Hand off to an agent to connect the customer to a live person with the full context of the interaction.
+*Delegate to an agent to connect the customer to a live person with the full context of the interaction.
 Simple bot orchestration enables customers to use the best bot for the job. For example, Google Dialogflow has the highest alphanumeric recognition rates. Also:
@@ Line 71: / Line 71: @@
 <br />
 }}
-|BusinessLogic='''BL1: Agent Handoff:''' The customer asks to connect to an available agent. At that point, the voice bot disconnects and the customer context data appears in the agent desktop.
+|BusinessLogic='''BL1: Agent Handoff:''' The customer asks to connect to an available agent. At that point, the voicebot disconnects and the customer context data appears in the agent desktop.
-'''BL2: Retries:''' In the voice bot management interface, configure the number of retries for self-service tasks and questions. Configure the dialog to, upon maximum retries, present a message, or hand-off to an agent. Or through IVR configuration, offer a callback if the agent is busy or the request is outside of business hours through IVR configuration.
+'''BL2: Retries:''' In the voicebot management interface, configure the number of retries for self-service tasks and questions. Configure the dialog to, upon maximum retries, present a message, or hand-off to an agent. Or through IVR configuration, offer a callback if the agent is busy or the request is outside business hours through IVR configuration.
-'''BL3: Response Type:''' Configure the interaction flows to accept natural language responses and closed responses such as account number, date of birth, and yes or no questions. This process means that customers can backtrack to a different point in the dialogue when required. For example, if a customer is midway through getting flight information and says, “actually just tell me where your nearest ticket counter is,” then voice bot informs the customer of the location of the nearest counter.
+'''BL3: Response Type:''' Configure the interaction flows to accept natural language responses and closed responses such as account number, date of birth, and yes or no questions. This process means that customers can backtrack to a different point in the dialogue when required. For example, if a customer is midway through getting flight information and says, “actually just tell me where your nearest ticket counter is,” then voicebot informs the customer of the location of the nearest counter.
-====Parameters influencing voice bot behavior====
+====Parameters influencing voicebot behavior====
-This use case is supported across industry verticals. The basic features of voice bot business logic, such as personalization, are parameterized. Example parameters include:
+This use case is supported across industry verticals. The basic features of voicebot business logic, such as personalization, are parameterized. Example parameters include:
 ====NLU====
@@ Line 88: / Line 88: @@
 *Based on default handling, such as retries, timeouts, and global commands.
 *Based on application logic, such as the customer owes money and application decides to transfer.
-|DistributionLogic=There are three possible ways for the flow to end with a transfer to ACD after a voice bot:
+|DistributionLogic=There are three possible ways for the flow to end with a transfer to ACD after a voicebot:
 #The caller requests live Agent assistance.
-#The voice bot failure path steered the call to ACD.
+#The voicebot failure path steered the call to ACD.
 #The path for a particular intent steered the call to ACD.
 |CustomerInterfaceRequirements=Architect is required.
-|AgentDeskRequirements=N/A
+|AgentDeskRequirements=There is no applicable content for this section.
-|RealTimeReporting=N/A
+|RealTimeReporting=There is no applicable content for this section.
 |HistoricalReporting=Administrators and contact center managers use flow outcomes to gather data about self-service success. This information helps determine how well Architect flows service the customer interaction and includes:
 * <span>The total number of interactions that start a self-service operation.</span>
-* <span>The number and percentage of interactions that fail the self-service operation.</span>
+*<span>The total number of interactions that start a self-service operation.</span>
-* <span>The number and percentage of interactions that successfully complete the self-service operation.</span>
+*<span>The number and percentage of interactions that fail the self-service operation.</span>
-* <span>The length of time successful interactions spend in the self-service operation.</span>
+*<span>The number and percentage of interactions that successfully complete the self-service operation.</span>
 |DocVersion=V 1.0.1
-|GeneralAssumptions=*The customer's response is streamed to the voice bot for processing. The voice bot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further use.
+|GeneralAssumptions=*The customer's response is streamed to the voicebot for processing. The voicebot recognizes the intent, understands its meaning, and captures key information into slots. These slots are then passed back to Genesys Cloud Architect for further use.
 Third-Party Voice Bots
-*Third-party voice bot is enabled via the Integrations Registry and informational through AppFoundry.
+*Third-party voicebot is enabled via the Integrations Registry and informational through AppFoundry.
-*Customers utilize their own third-party voice bot accounts for Integration Services.
+*Customers use their own third-party voicebot accounts for Integration Services.
 *Third-party voice bots are not PCI-compliant and cannot be used in secure flows.
@@ Line 119: / Line 120: @@
 *Dialogflow Language support is detailed in the [https://cloud.google.com/dialogflow/docs/reference/language Google Documentation.]
 *Dialogflow integration is not HIPAA-compliant.
-|CustomerAssumptions=*Voicebot configuration and settings will be quoted as part of a Professional Services engagement to capture requirements and business logic.
+|CustomerAssumptions=*Voicebot configuration and settings are quoted as part of a Professional Services engagement to capture requirements and business logic.
 |Optional=CE43
 |PremiseAssumptionsAdditional=N/A

@@ Line 8: / Line 8: @@
 }}{{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Use NLU to improve the identification of customer intent to best serve the customer. Present a customer experience that is tailored to the individual based on who they are, why they might be interacting, and the status of the contact center.
+|UCBenefit=Use NLU to improve the identification of customer intent to serve the customer best. Tailor the customer experience to the individual based on who they are, why they could be interacting, and the status of the contact center.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Volume of Interactions
@@ Line 59: / Line 59: @@
 If the customer chooses to speak or chat with an agent but faces a long wait-time to reach an agent, or the request.
 |BusinessImage=https://www.lucidchart.com/documents/edit/1502e31d-3752-434c-892b-a7d9b416b728/0
-|BusinessFlowDescription=#An inbound call interaction initiates.
+|BusinessFlowDescription=#An inbound call interaction starts.
 #The customer receives a standard welcome message from the system.
-#The system asks an open-ended question. For example “How may I help you?” to determine intent and capture the customer's response. One intent should always be "I want to speak to an agent." (BL1)
+#The system asks an open-ended question. For example “How may I help you?” to determine intent and capture the customer's response. One intent is always "I want to speak to an agent." (BL1)
-#The customer response routes to the voice bot. The voice bot converses with the customer to determine intent. The voice bot prompts the customer, as needed, to determine intent and collect all required slots. If intent is recognized and slots are returned, the conversation moves to the correct point in the flow.  Otherwise, after a configured number of retries, a failure message is returned. (BL2, BL1, BL3)
+#The customer response routes to the voicebot. The voicebot converses with the customer to determine intent. The voicebot prompts the customer, as needed, to determine intent and collect all required slots. If intent is recognized and slots are returned, the conversation moves to the correct point in the flow.  Otherwise, after a configured number of retries, return a failure message. (BL2, BL1, BL3)
-#If the flow steers to fulfillment for the intent, then the system uses the slot information returned from the voice bot to complete fulfillment for the intent.
+#If the flow steers to fulfillment for the intent, then the system uses the slot information returned from the voicebot to complete fulfillment for the intent.
-#After the task ends, the system asks if further assistance is needed. The voice bot can be invoked again. The greeting for the second and subsequent invocations can be customized.
+#After the task ends, the system asks if the customer needs further assistance. The voicebot can be called on again. The greeting for the second and subsequent invocations can be customized.
-#If the customer replies that no further assistance is required, the system presents a good-bye message and ends the call.
+#If the customer replies that they require no further assistance, the system presents a good-bye message and ends the call.